We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 366350 results
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Decision Reference DRN-5202985
11 Dec 2024 Phoenix Life Limited Not upheldPensions and AnnuitiesDRN-5202985 The complaint Mr M has complained about the transfer of his The Phoenix Life trading as Standard Life personal pension to a small self-administered scheme (“SSAS”) in June 2014. Mr M’s SSAS was subsequently used to invest in a commercial overseas property investment called T... (8 pages)View decision -
Decision Reference DRN-5204598
11 Dec 2024 Brent Shrine Credit Union Limited UpheldConsumer CreditDRN-5204598 The complaint Ms D complains Brent Shrine Credit Union Limited trading as My Community Bank (MCB) approved her with three unaffordable loans. Ms D has also complained about MCB’s support when she made it aware of financial difficulties. What happened Ms D was provided with t... (6 pages)View decision -
Decision Reference DRN-5167473
11 Dec 2024 Bank of Scotland Plc Not upheldMortgagesDRN-5167473 The complaint Mr W’s complaint is about a mortgage with Bank of Scotland plc trading as Halifax. Mr W says that Halifax won’t offer him a new mortgage interest rate product, or give him consent to let (CTL). To settle the complaint, Mr W would like Halifax to offer him a ne... (4 pages)View decision -
Decision Reference DRN-5088014
11 Dec 2024 Right to Health LIMITED Not upheldInsuranceDRN-5088014 The complaint Ms S complains that Right to Health LIMITED (‘RTHL’) mis-sold her a private medical insurance policy. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. I’ll focus on giving the reasons for my decision... (2 pages)View decision -
Decision Reference DRN-5076548
11 Dec 2024 Barclays Bank UK PLC Not upheldBanking and PaymentsDRN-5076548 The complaint Mr B complains that Barclays Bank UK PLC failed to follow his instructions about closing his two small bonds and incorrectly closed a large bond and charged him a £900 penalty. What happened Mr B had one bond of £85,000 and two smaller bonds of £5,000 each. In... (3 pages)View decision -
Decision Reference DRN-5095048
11 Dec 2024 Volkswagen Financial Services (UK) Limited Not upheldConsumer CreditDRN-5095048 The complaint Mr H complains about charges Volkswagen Financial Services (UK) Limited, trading as Volkswagen Financial Services (VWFS) asked him to pay after he returned a car he had been leasing through a finance agreement with them. What happened Mr H took receipt of a new... (2 pages)View decision -
Decision Reference DRN-5204397
11 Dec 2024 Volkswagen Financial Services (UK) Limited UpheldConsumer CreditDRN-5204397 The complaint Ms S has complained that Volkswagen Financial Services (UK) Limited trading as Seat Finance (“VFSL”) acted irresponsibly when it approved her for a car finance agreement in May 2023. Background Ms S took out a Personal Contract Purchase (“PCP”) agreement with ... (3 pages)View decision -
Decision Reference DRN-5087117
11 Dec 2024 Clydesdale Bank Plc Not upheldBanking and PaymentsDRN-5087117 The complaint Mrs L complains that Clydesdale Bank Plc trading as Virgin Money delayed her Individual Savings Account (ISA) transfer by nearly four months and provided poor communications. What happened Mrs L said she applied for an ISA online to be funded by an ISA transfe... (3 pages)View decision -
Decision Reference DRN-5199465
11 Dec 2024 Mortgage Agency Services Number Five Limited UpheldMortgagesDRN-5199465 The complaint Mr S and Mrs V are unhappy with Mortgage Agency Services Number Five Limited’s (MAS5) offer in relation to excess interest charged on their mortgage. They believe they are owed a larger refund than what’s been offered. What happened Mr S and Mrs V originally to... (7 pages)View decision -
Decision Reference DRN-5204400
11 Dec 2024 Idealing.com Limited UpheldInvestmentsDRN-5204400 The complaint Mr R complains Idealing.com Limited (“iDealing”) misled him about how changes to its coverage of Euronext securities would affect him. Background Mr R had an account with iDealing, holding various shares or securities. His complaint relates to a change iDealin... (9 pages)View decision
